When you send a request, your patient gets an email, confirms their date of birth, reviews the charge and pays. This page follows them screen by screen, so you know where they are when they call.
Most patients finish in a minute or two, on their phone.
The email¶
-
Your patient gets an email with a link to view and pay their request. It names your clinic and the amount.
If they don't pay right away, Docnote emails them a reminder after 3 days and again after 7 days, and a final notice 5 days before the request expires. After 30 days, an unpaid request expires and the link stops working.
Can't find the email?
Confirming their date of birth¶
-
The link opens on a screen titled Verify your identity. Your patient enters the patient's date of birth (year, month and day), then taps Continue to checkout.
This screen protects the request if the email reaches the wrong person. It names your clinic but shows nothing else until the date of birth matches.
It is always the patient's date of birth, even when a parent, a family member or a lawyer's office opens the link for them.
Five wrong tries lock the link
Each wrong date shows how many tries are left. After five, the link locks and only your office can send a new one. See What if my patient's link is locked?
Reviewing and paying¶
-
Your patient sees the Review step: the service, a summary of the price including tax, and the total. They tick the boxes to accept the terms, then tap Continue to Payment.
-
In the Payment step, they enter their payment details and tap Pay now.
After they pay¶
-
Your patient sees Payment Successful! Their paid invoice is ready to download there, and Docnote emails it to them as well.
What else they see depends on what you sent:
- A document you've already attached: it's ready to download on the same screen, and they get an email with a secure link to it. The link stays active for 30 days.
- A document you'll prepare after they pay: the screen says you're preparing it. They get an email with a secure download link when you upload it.
- A prescription renewal: the screen confirms the renewal is being sent to their pharmacy. The pharmacy lets them know when it's ready to collect.
The screen may also offer a free Docnote account to keep their documents in one place. It's optional; they don't need one to pay or download.
What you see at the office¶
-
Open the request from Service Requests. Its status changes from Awaiting payment to Paid, and the Activity list records each step, such as Payment request sent to patient and Payment received.
If your patient has questions about the document itself, such as what a note says, they contact your office. Questions about paying or opening the link can go to the guides in Which guides can I send my patients?